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The evolution of the passenger experience on the airport concourse

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In this paper we will explore the key functions and features of the post-security airport departure concourse. These concepts should be considered in order to underpin the passenger experience in future terminal design. In addition to catering to passenger needs and expectations, they must also serve as a significant non-aeronautical revenue-generating area of the terminal building. Providing for customer needs will improve the experience in this area of the airport with the greatest passenger dwell time, while also potentially boosting an airport’s financial performance. Some of the features and amenities available to passengers when they arrive on the post-security airport departure concourse are rapidly evolving as a result of increased individual focus on modern technology. This drives airport operators to meet a changing set of needs and expectations, without forgoing the basic demands that must be satisfied. This paper will examine the spectrum of concourse features, from wi-fi and location-based services to the basics of concourse restrooms. Ultimately, meeting traveller needs and expectations serves to alleviate passenger stress, creates a pleasant airport experience and increases airportgenerated revenues.

Keywords: concourse; holdrooms; non-airline revenue; passenger experience

Document Type: Research Article

Publication date: June 1, 2016

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  • Journal of Airport Management is the essential professional journal publishing in-depth, peer-reviewed articles and real world case studies on airport management, finance, development, ground-handling, airport-airline relations and regulation - with no advertising or sales pitches.

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